Avaliação de usabilidade do Chatbot bússola como estratégia informativa e de manejo sobre autolesão para educadores

Abstract

The occurrence of self-harm during adolescence is a multidimensional event of public health interest, resulting from the interaction of various biological, environmental, psychological, and social factors. Given the complexity of this issue and the importance of enhancing educators' knowledge in managing mental health problems among children and adolescents, the Bússola® Project was developed: a digital channel accessible via WhatsApp or a web browser, functioning as a guidance tool for handling such situations in practice. The tool was developed by the Instituto Ame Sua Mente in collaboration with researchers in the field. In light of this, the study aims to evaluate the usability of the Bússola® chatbot as an informational and management strategy for self-harm among teachers of middle and high school students in Fortaleza, Brazil. This methodological study was divided into two phases: the first assessed the chatbot9s heuristics, and the second focused on usability evaluation with the target audience. The study was conducted in two middle and high schools in Fortaleza, with a sample of eight teachers who agreed to participate. The first phase assessed the heuristics related to the chatbot9s functionality and involved an analysis by specialists in design and system development. After this evaluation and necessary adjustments to the chatbot9s pathways and functionalities, the usability assessment phase was conducted using the System Usability Scale (SUS) instrument with the target audience. Recorded interviews were conducted during the chatbot interaction. The study was approved by the Research Ethics Committee under approval number 6.651.874. The results indicate that the tool was well received by educators, with an average SUS score of 75.63, suggesting good usability. Participants evaluated the chatbot as accessible and effective in supporting mental health issues among young people, emphasizing the accuracy of the information and ease of use. Suggestions for improvements included customizing responses. The analysis also highlighted the potential for expanding its application in schools, reinforcing the relevance of educational technologies in supporting mental health within the educational setting. In conclusion, the Bússola® chatbot demonstrates adequate usability, with the potential to assist educators in managing mental health problems among students. Implementing this technology in educational institutions could enhance teachers' training and contribute to mental health promotion.